Podcast Summary: "Growing Without Growing Pains"
Podcast Information
- Title: From the Ground Up
- Host/Author: Inc. Magazine
- Description: Hosted by Inc. Executive Editor Diana Ransom and Editor-at-Large Christine Lagorio-Chafkin, "From the Ground Up" delves into candid conversations with successful founders. The podcast explores navigating the founder’s role, essential entrepreneurial tips, and untold secrets of starting a business.
- Episode: Growing Without Growing Pains - FROM SQUARE AND INC. CUSTOM STUDIO
- Release Date: August 7, 2025
Introduction
In the episode titled "Growing Without Growing Pains," moderator Kathleen Koch from Inc. Custom Studio, in partnership with Square, hosts a panel discussion focusing on the challenges and strategies of scaling small businesses, particularly in the brick-and-mortar retail sector. The conversation features three distinguished guests:
- Kathryn Cullen: Vice President of Industry and Consumer Insights for the National Retail Federation.
- Elizabeth Emery: Founder of Black Lion Chicago, Co-Founder of the Hive Principle, and the Chicago Brand Museum.
- Qui Slobert: Founder of Charles Pan Fried Chicken.
Overcoming Growth Challenges
Elizabeth Emery and Qui Slobert share their remarkable growth stories, illustrating how they've successfully navigated expansion while maintaining deep community roots.
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Elizabeth Emery credits her company's success to preserving the entrepreneurial spirit instilled by her family. She emphasizes creating a unique community space that fosters connections beyond just retail transactions.
"Our secret sauce was really about capturing that entrepreneurial spirit that our company was originally founded on from our family … creating a unique space in our community where we're not only a retail store, but a positive place for people to connect."
[02:06] -
Qui Slobert discusses how Charles Pan Fried Chicken expanded from a single location to 33 in New York City by becoming an integral part of the community. He highlights the importance of embodying the community's spirit and being more than just a restaurant.
"We weren't just a restaurant on the block, we were the block. To thrive and survive, you have to become one with your community."
[02:32]
Optimism in Retail Growth
The podcast references Square's Future of Commerce report, which reveals that 78% of businesses feel more optimistic about their company's future compared to a year ago.
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Elizabeth Emery affirms this optimism, noting a shift in consumer behavior where customers still desire in-store experiences despite the rise of online commerce. She observes an increase in home purchases and tourism in Chicago, contributing to her positive outlook.
"We're seeing increasing visitor data in the city … we're really optimistic about it. The landscape is just changing."
[03:25] -
Qui Slobert echoes this sentiment, emphasizing the importance of maintaining an optimistic and entrepreneurial mindset. He believes that positivity is crucial for enduring and thriving in the restaurant industry.
"In the restaurant business, you have to be optimistic about everything. There's always sunshine at the end of the rainbow."
[04:42]
The Strength of Small Brick-and-Mortar Businesses
Kathryn Cullen discusses the significance of small businesses in the retail industry, highlighting that 98% of retailers employ fewer than 50 employees and support over 13 million American jobs. She underscores the enduring appeal of brick-and-mortar stores, which offer tangible experiences that digital platforms cannot replicate.
"People like to see things in the store … they like the store experience. It is something different from all the digital interactions they have every day."
[06:46]
Vision and Community Connection
The guests delve deeper into their individual growth journeys, focusing on their visions and how they've maintained authentic community connections.
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Qui Slobert shares his vision of modernizing Charles Pan Fried Chicken while preserving its authenticity. He aimed to refresh the brand to appeal to a broader audience without losing its core identity.
"My vision was to take the authenticness of Chef Charles Gabriel and bring it to a newer, fresher version that people of all ages enjoy."
[07:11] -
Elizabeth Emery discusses inheriting and expanding her family's legacy by relocating Black Lion Home Decor to Chicago. Her goal was to create a unique retail space that honors the brand's heritage while catering to the local community's needs.
"We wanted to create a unique space in Chicago that celebrates the heritage … and gives people an experience they can't get elsewhere locally."
[07:51]
Leveraging Technology for Growth
The discussion shifts to the pivotal role of technology in scaling businesses without losing their foundational values.
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Qui Slobert highlights how Square's technology facilitated the rapid expansion of his restaurant chain. Features like real-time sales tracking and easy payment processing were instrumental in managing multiple locations efficiently.
"Square helped us expand to four restaurants in 13 months by providing real-time sales data and easy payment solutions."
[14:56] -
Elizabeth Emery explains the transition to Square's platform, which unified various business operations such as inventory management, payroll, and sales analytics. This integration allowed her to maintain a lean staff while managing a vast inventory of over 180 brands.
"Square allows us to manage inventory, understand brand performance, and integrate with QuickBooks, all from one platform."
[17:08] -
Kathryn Cullen adds that emerging technologies like AI are revolutionizing how businesses operate by automating tasks and providing actionable insights. However, she cautions that technology should always serve to solve specific business problems rather than being adopted for its own sake.
"Technology is a tool … it should solve a problem and create a more seamless connection with customers."
[19:10]
Data-Driven Decision Making
Effective use of data is a recurring theme, with both guests emphasizing its importance in informed decision-making.
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Elizabeth Emery utilizes real-time data to adjust store operations, such as reducing operating days based on customer traffic patterns. This flexibility has allowed her business to scale efficiently while meeting customer demand.
"Real-time data helps us identify the best performing days and adjust our operating schedule accordingly, doubling our business with a three-day model."
[21:46] -
Qui Slobert leverages Square's analytics to optimize labor costs and understand sales trends, enabling him to staff appropriately and manage inventory effectively.
"Square allows me to analyze sales data and trends, helping me make informed decisions about staffing and inventory."
[23:30] -
Kathryn Cullen advises business owners to focus on metrics that align with their specific goals, avoiding information overload. She emphasizes the importance of understanding broader economic trends and maintaining a balance between profit metrics and other success indicators like customer experience and sustainability.
"Track metrics that solve your specific problems and consider the bigger picture, including economic and industry trends."
[24:45]
Maintaining Community Connections
As businesses grow, maintaining a strong connection with the community remains crucial.
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Qui Slobert emphasizes using Square's communication tools to stay engaged with customers, allowing for direct feedback and fostering a sense of community ownership.
"Square enables direct communication with customers, allowing them to provide feedback and feel connected to our community."
[27:00] -
Elizabeth Emery prioritizes quality over quantity in her customer relationships, focusing on building loyal, repeat customers rather than chasing high social media follower counts.
"I prefer having 10 loyal followers who love our brand over 10 million who haven't experienced our store."
[28:51] -
Kathryn Cullen highlights the continued effectiveness of traditional methods like email marketing and in-person interactions. She notes that direct engagement, such as store visits by leadership, strengthens community ties and enhances customer loyalty.
"Successful retailers spend time in the store, interacting with customers and employees to build authentic relationships."
[30:24]
Conclusion
The episode concludes with reflections on the delicate balance between growth and maintaining core values. Kathryn Cullen underscores the importance of evolving with technology and market trends while staying true to foundational principles. Both Elizabeth Emery and Qui Slobert exemplify how embracing innovation and community-centric strategies can lead to sustainable growth without compromising authenticity.
"Success lies in finding ways to grow while staying true to your core values and remaining deeply connected to your community."
[32:36]
Key Takeaways
- Community Integration: Becoming an integral part of the local community fosters loyalty and sustainable growth.
- Technology Adoption: Leveraging tools like Square can streamline operations, provide valuable insights, and facilitate expansion while maintaining a lean structure.
- Data-Driven Strategies: Utilizing real-time data enables informed decision-making, optimizing both operational efficiency and customer satisfaction.
- Authentic Customer Relationships: Prioritizing quality interactions over sheer numbers builds a loyal customer base that supports long-term success.
- Balanced Growth: Maintaining core values and authenticity is essential even as businesses scale and adopt new strategies.
This episode of "From the Ground Up" offers invaluable insights for entrepreneurs and small business owners aiming to grow without encountering the common pitfalls associated with scaling. By focusing on community, leveraging technology wisely, and making data-driven decisions, businesses can thrive while staying true to their foundational principles.